Angela M. Wicks and Wynne W. Chin
The purpose of this research is to develop an alternative method of measuring out‐patient satisfaction where satisfaction is the central construct. The Gap Model operationalized…
Abstract
Purpose
The purpose of this research is to develop an alternative method of measuring out‐patient satisfaction where satisfaction is the central construct. The Gap Model operationalized by SERVQUAL is widely used to measure service quality. However, the SERVQUAL instrument only measures expectations (resulting from the pre‐process segment of the service experience) and perceptions (resulting from the post‐process segment). All three segments should be measured. The lack of proper segmentation and methodological criticisms in the literature motivated this study.
Design/methodology/approach
A partial least squares (PLS) approach, a form of structural equation modeling, is used to develop a framework to evaluate patient satisfaction in three service process segments: pre‐process, process, and post‐process service experiences.
Findings
Results indicate that each process stage mediates subsequent stages, that the process segment is the most important to the patient and that the antecedents have differing impacts on patient satisfaction depending where in the process the antecedent is evaluated.
Research limitations/implications
Only one out‐patient surgery center was evaluated. Patient satisfaction criteria specific to hospital selection are not included in this study.
Practical implications
Results indicate what is important to patients in each service process segment that focus where ambulatory surgery centers should allocate resources.
Originality/value
This study is the first to evaluate patient satisfaction with all three process segments.
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Jesús C. Peña‐Vinces, Gabriel Cepeda‐Carrión and Wynne W. Chin
This paper's aim is to evaluate the effect of the use of information technology and communications (ITC) on the international competitiveness of firms in developing countries. The…
Abstract
Purpose
This paper's aim is to evaluate the effect of the use of information technology and communications (ITC) on the international competitiveness of firms in developing countries. The study also seeks to evaluate other factors that allow or condition the use of ITC such as: human resources, collaboration of the industrial sector, and local environment.
Design/methodology/approach
These effects are examined through an empirical research of 100 small to medium‐sized enterprises (SMEs) from a developing country – Peru.
Findings
SMEs from developing countries follow an isomorphic approach. This is because they tend to imitate or copy the better practices from developed countries. The results have shown that ITCs have a positive effect on the international competitiveness of firms.
Research limitations/implications
A limitation is the cross‐sectional character of this research.
Practical implications
Firms use ITC to manage their inventory, for the communication between manufacturers and offices, and suppliers, for bill payments, and for the management of sales and marketing, and for the management of their networks.
Originality/value
According to the literature reviewed, this study is one of the pioneers in contrasting empirically whether the use of ITC contributes positively to the international competitiveness of firms in the developing countries of Latin America.
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Kevin E. Dow, Davood Askarany, Belaynesh Teklay and Ulf H. Richter
This study contributes to the management accounting (MA) literature by exploring the effect of managers’ perception of justice in the budgeting process (as a subsystem of MA) on…
Abstract
This study contributes to the management accounting (MA) literature by exploring the effect of managers’ perception of justice in the budgeting process (as a subsystem of MA) on their satisfaction and motivation to achieve organizational objectives. Drawing on the Habermasian concept of deliberative democracy, which underscores the importance of gaining legitimacy to achieve desirable outcomes, our analysis focuses on seven constructs related to situational and intrinsic participation, procedural and distributive justice, and attitude on two outcome constructs: satisfaction and motivation. We surveyed managers with an accounting background who are directly involved in the budgeting process and analyzed our data using partial least squares-based path analysis–structural equation modeling (PLS-SEM). The results of this study indicate that both dimensions of justice – distributive and procedural – are positively associated with participation, and in turn, positively impact satisfaction and motivation. Contrary to expectations, managers’ influence on the final budget does not seem to be as important as we expected. Budgeting is an important managerial function that involves setting targets based on an organization’s strategy and allocating resources for its execution. Such a fundamental process requires managers’ participation at various levels to ensure that the process is fair and just. Our study’s findings imply that justice perceptions are an essential fabric of organizational processes that drive human behavior. Specifically, our findings reveal that perception of justice influences participation and satisfaction and motivation.
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Eloy Gil-Cordero, Belén Maldonado-López, Pablo Ledesma-Chaves and Ana García-Guzmán
The purpose of the research is to analyze the factors that determine the intention of small- and medium-sized enterprises (SMEs) to adopt the Metaverse. For this purpose, the…
Abstract
Purpose
The purpose of the research is to analyze the factors that determine the intention of small- and medium-sized enterprises (SMEs) to adopt the Metaverse. For this purpose, the analysis of the effort expectancy and performance expectancy of the constructs in relation to business satisfaction is proposed.
Design/methodology/approach
The analysis was performed on a sample of 182 Spanish SMEs in the technology sector, using a PLS-SEM approach for development. For the confirmation of the model and its results, an analysis with PLSpredict was performed, obtaining a high predictive capacity of the model.
Findings
After the analysis of the model proposed in this research, it is recorded that the valuation of the effort to be made and the possible performance expected by the companies does not directly determine the intention to use immersive technology in their strategic behavior. Instead, the results obtained indicate that business satisfaction will involve obtaining information, reducing uncertainty and analyzing the competition necessary for approaching this new virtual environment.
Originality/value
The study represents one of the first approaches to the intention of business behavior in the development of performance strategies within Metaverse systems. So far, the literature has approached immersive systems from perspectives close to consumer behavior, but the study of strategic business behavior has been left aside due to the high degree of experimentalism of this field of study and its scientific approach. The present study aims to contribute to the knowledge of the factors involved in the intention to use the Metaverse by SMEs interested in this field.
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Gabriel Cepeda-Carrion, Juan-Gabriel Cegarra-Navarro and Valentina Cillo
Structural equation modelling (SEM) has been defined as the combination of latent variables and structural relationships. The partial least squares SEM (PLS-SEM) is used to…
Abstract
Purpose
Structural equation modelling (SEM) has been defined as the combination of latent variables and structural relationships. The partial least squares SEM (PLS-SEM) is used to estimate complex cause-effect relationship models with latent variables as the most salient research methods across a variety of disciplines, including knowledge management (KM). Following the path initiated by different domains in business research, this paper aims to examine how PLS-SEM has been applied in KM research, also providing some new guidelines how to improve PLS-SEM report analysis.
Design/methodology/approach
To ensure an objective way to analyse relevant works in the field of KM, this study conducted a systematic literature review of 63 publications in three SSCI-indexed and specific KM journals between 2015 and 2017.
Findings
Our results show that over the past three years, a significant amount of KM works has empirically used PLS-SEM. The findings also suggest that in light of recent developments of PLS-SEM reporting, some common misconceptions among KM researchers occurred mainly related to the reasons for using PLS-SEM, the purposes of PLS-SEM analysis, data characteristics, model characteristics and the evaluation of the structural models.
Originality/value
This study contributes to that vast KM literature by documenting the PLS-SEM-related problems and misconceptions. Therefore, it will shed light for better reports in PLS-SEM studies in the KM field.
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Larry W. Hughes and James B. Avey
This study seeks to offer an empirical test of a model addressing how a leader's humor use will moderate the effects of a transformational leader style on follower attitudes, such…
Abstract
Purpose
This study seeks to offer an empirical test of a model addressing how a leader's humor use will moderate the effects of a transformational leader style on follower attitudes, such as trust, identification, affective commitment, and job satisfaction.
Design/methodology/approach
Working adults (n=369) participated in a two‐phase data collection of self‐reported attitudes and their perceptions of leadership behavior. Perceptions of transformational leadership and humor were collected at Time 1. Trust, identification, affective commitment, and job satisfaction were collected a week later.
Findings
Results demonstrate significant relationships between transformational leadership and trust, identification, affective organizational commitment, and job satisfaction. The moderator effect was only supported in relationships between transformational leadership and both trust and affective commitment, suggesting that transformational leaders who are seen as using more humor rate higher on these outcomes than followers of low humor leaders.
Research limitations/implications
The primary limitation of the study is the potential for single source bias in that both perceptions of leader behavior and self‐reported attitudes were measured from the followers' perspectives.
Practical implications
The findings have several managerial implications. Primarily, a transformational leader who effectively uses humor might expect an effect on the outcomes explored here, but also on more distal results of which the study variables may be theoretically antecedent, such as job performance and turnover.
Originality/value
There has been little research on the influence of a leader's humor use on the relationships between transformational leadership and trust, identification, commitment and job satisfaction. The study augments the extant literature on these relationships.
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Gohar F. Khan, Marko Sarstedt, Wen-Lung Shiau, Joseph F. Hair, Christian M. Ringle and Martin P. Fritze
The purpose of this paper is to explore the knowledge infrastructure of methodological research on partial least squares structural equation modeling (PLS-SEM) from a network…
Abstract
Purpose
The purpose of this paper is to explore the knowledge infrastructure of methodological research on partial least squares structural equation modeling (PLS-SEM) from a network point of view. The analysis involves the structures of authors, institutions, countries and co-citation networks, and discloses trending developments in the field.
Design/methodology/approach
Based on bibliometric data downloaded from the Web of Science, the authors apply various social network analysis (SNA) and visualization tools to examine the structure of knowledge networks of the PLS-SEM domain. Specifically, the authors investigate the PLS-SEM knowledge network by analyzing 84 methodological studies published in 39 journals by 145 authors from 106 institutions.
Findings
The analysis reveals that specific authors dominate the network, whereas most authors work in isolated groups, loosely connected to the network’s focal authors. Besides presenting the results of a country level analysis, the research also identifies journals that play a key role in disseminating knowledge in the network. Finally, a burst detection analysis indicates that method comparisons and extensions, for example, to estimate common factor model data or to leverage PLS-SEM’s predictive capabilities, feature prominently in recent research.
Originality/value
Addressing the limitations of prior systematic literature reviews on the PLS-SEM method, this is the first study to apply SNA to reveal the interrelated structures and properties of PLS-SEM’s research domain.
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Nick Bontis and Alexander Serenko
The purpose of this paper is to suggest and empirically test a model that explains employee capabilities from the knowledge‐based perspective. In this model, human capital…
Abstract
Purpose
The purpose of this paper is to suggest and empirically test a model that explains employee capabilities from the knowledge‐based perspective. In this model, human capital management practices are employed as a moderator variable.
Design/methodology/approach
A valid research instrument was utilized to conduct a survey of 14,769 current employees of a major North American financial services institution. The model was tested by using the partial least squares (PLS) structural equation modeling technique. A thorough analysis of the role of moderator was carried out.
Findings
Findings provide support for the proposed model and show that employee capabilities depend on his or her training and development as well as job satisfaction levels. Job satisfaction in turn is affected by training and development, pay satisfaction, supervisor satisfaction, and job insecurity. These relationships are moderated by employee perceptions of human capital management practices. The model exhibits the highest predictive power when the employee perceptions of human capital management practices are also high.
Research limitations/implications
With respect to a moderator analysis, no interaction effects of human capital management policies and other constructs were discovered, and the moderator was referred to as a homologizer that modifies the strength of the relationships among constructs through an error term. It was discovered that PLS and moderated multiple regression (MMR) produced very similar structural relationships when a moderator was employed.
Practical implications
The findings may be utilized by knowledge management, organizational behavior, and human resources practitioners interested in the development of strong employee capabilities.
Originality/value
This paper represents one of the first documented attempts to utilize human capital management practices as a moderator in organizational models.
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Tian Hongyun, Jan Muhammad Sohu, Asad Ullah Khan, Ikramuddin Junejo, Sonia Najam Shaikh, Sadaf Akhtar and Muhammad Bilal
In this digital age, the rapid technological innovation and adoption, with the increasing use of big data analytics, has raised concerns about the ability of small and medium…
Abstract
Purpose
In this digital age, the rapid technological innovation and adoption, with the increasing use of big data analytics, has raised concerns about the ability of small and medium enterprises (SMEs) to sustain the competition and innovation performance (IP). To narrow the research gap, this paper investigates the role of big data analytics capability (BDAC) in moderating the relationship between digital innovation (DI) and SME innovation performance.
Design/methodology/approach
This research has been carried forward through a detailed theory and literature analysis. Data were analyzed through confirmatory factor analysis and structural equation models using a two-stage approach in smartPLS-4.
Findings
Results highlight that digital service capability (DSC) significantly mediates the relationship between DI and IP. Additionally, value co-creation (VCC) directly affects digital transformation (DT), while DI has a stronger effect on DSC than IP. Furthermore, BDAC significantly moderates the relation between DSC → IP and DT → IP, whereas it has a detrimental effect on the relation between DI and IP. In addition to that, VCC, DSC, DT, DI and BDAC have a direct, significant and positive effect on IP.
Practical implications
This research was motivated by the practical relevance of supporting SMEs in adopting DT and the resource-based view (RBV) and technology acceptance model (TAM). This study shows that all direct and indirect measures significantly affect innovation performance, including BDAC as moderator. These findings refresh the perspective on what DT, DI, VCC, DSC and BDAC can bring to a firm's innovation performance.
Originality/value
This paper has contributed to DT by empirically validating a theoretical argument that suggests the acceptance and adoption of new technology. This paper aims to fill theoretical gaps in understanding BDAC and DT by incorporating the RBV and TAM theories on BDAC and DT.